Customer Service Quality Assurance

RUBEN KAZANTSEV

*** * ******** ***** #* Beverly Hills CA 90212

818-***-**** ~ ***********@*****.***

QUALIFICATIONS AND SPECIAL SKILLS

Fluent in Armenian and Greek ability to successfully analyze an

organization's critical support requirements, identify potential

opportunities, and develop innovative solutions for increasing reliability

and improving productivity. Proven ability to learn new skills in a short

amount of time.

TECHNICAL SKILLS

9x/NT/2000/XP - Mac OSX - Visio - MS Office - Photoshop - Outlook - Mac

Mail - Basic Unix - html - css - Flash - Photoshop - Joomla - Wordpress -

FinalCut Pro - iPhone

PROFESSIONAL EXPERIENCE

CINETIXCRM-Los Angeles, Ca.http://www.cinetixcrm.com

01/2010-02/2011

Sr. Quality Assurance Specialist

. Created, managed, organized and direct all Quality Assurance (QA)

activities for type and production documentation programs.

. Played key role in the creation of an proficient and efficient

system for ensuring the quality of product.

. Documented various testing performed on developed functionality.

CHEETAH SOFTWARE -Westlake, Ca. http://www.cheetah.com

11/2007-03/2009

Technical Support Engineer and Trainer

. Provide comprehensive system support, configuration, maintenance,

and on-site training for Cheetah and promoted value added products

and services for end-users and Sales staff.

. Responsible for product and software development, product and

software testing worked closely with software developers

implementing enhancements in current software solutions.

. Responsible for writing and creating technical documentation for

end-users and Sales staff, implement and deliver professional

services.

REYNOLDS & REYNOLDS LSI - Calabasas, Ca. http://www.lsidemo.com

02/2003 - 10/2007

Customer Service and Technical Support

. Promoted to Technical Support Manager, Technical Support Manager

for LSI Prospecting Management, Sales Pro, LSI Comparison, and

other similar products.

. Responsible for the strategic development and implementation of

cost-effective training and support solutions that are designed to

provide improved productivity, streamlined operations, and faster

access to critical information.

. Responsible for product and software development, product and

software testing worked closely with software developers

implementing enhancements in current software solutions.

. Handle day to day operations of department, reporting directly to

Vice President.

. Promoted to Technical Support Supervisor, handling escalation

processes and mentoring other support professionals while working

via phone, email, and chat.

. Implement effective customer satisfaction strategies by

identifying and eliminating the root causes of customer problems.

. Assisted in the development/writing of employee technical

manuals.

. Promoted to Second Tier support, handling escalation processes

and mentoring other support professionals while working via phone,

email, and chat.

. Provide comprehensive system support, configuration, maintenance,

and training for Prospecting management and promoted value added

products and services for existing clients.

RUBEN KAZANTSEV

149 s Crescent Drive #C Beverly Hills CA 90212

818-***-**** ~ ***********@*****.***

LA'S BEST INSURANCE - North Hollywood, Ca.

7/2000 - 01/2003

Customer Service, Claims and I.T. Support

. Assist customers in submitting claims, renewals of policy, rate

increase and cancellation

. Performed troubleshooting and consulting with all departments

when necessary

. Install and maintain both software, hardware on workstations and

servers including Mac and PC

AT&T BROADBAND - Hollywood, Ca

2/1995 - 4/2000

Internet Technical Support Tier3 and Senior Customer Service Rep

. Assist in the development and deployment of the Technical Support

Department

. Communicate with technicians and customers over the phone to

solve technical issues with personal computers and LAN's

. Assist Tier 1 and 2 technicians through difficult and escalated

customer calls

. Trained both Tier 1 and 2 on new and changes in our product

. Assist in the development and deployment of the Technical Support

Department

CONTRACT PROJECTS

Created and maintain www.HollywoodRinyuModra.com

Also created a iPhone App for this website

http://itunes.apple.com/us/app/rinyu/id392481925?mt=8

Created and maintain www.HookdOnFish.com

Created and maintain www.iPhoneFF.com

Completely disassembled and reassembled an Apple iPhone to replace the

case back and battery.

Replaced hard drive and LCD screen for an Apple iBook.

Upgraded hard drive on several PC laptops, Macbook Pro and desktop

computers.

Jailbreak iPhone in order to use different phone provider.

Setup and networked front counter computer/registers with back office

computers including daily backups, network printers and security camera's

for Hook'd On Fish Encino.

EDUCATION

1990 - Marshall High School

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